Delivery & Returns

Last updated: 14 September 2026

This policy applies to orders placed through the JOVI online store, operated by Tolerantdiversity, Lda., NIPC 515 941 271, Rua Helena Félix, n.º 26, 3.º Esquerdo Frente, 2820-266 Charneca da Caparica, Portugal. Email: info@jovi.com.

1. Delivery areas

JOVI delivers to the destinations made available during checkout. Available delivery methods may vary according to country, region, postcode, weight, volume and other characteristics of the order.

Before completing the purchase, the customer can review the delivery options available for the address provided.

2. Shipping costs

Shipping costs are shown before the order is completed. The amount may vary according to destination, delivery method, weight, volume and order value.

The total amount payable, including applicable delivery costs, is displayed before the customer confirms the order.

3. Delivery times

An estimated delivery time will be displayed during the purchasing process whenever possible.

Unless another period has been agreed, delivery will take place within the period required by applicable law.

Estimated times may be affected by exceptional circumstances outside JOVI's reasonable control, including logistics disruption, periods of unusually high demand, carrier constraints or force majeure. This does not affect mandatory consumer rights.

4. Order tracking

Where the selected carrier provides shipment tracking, the customer may receive a tracking reference or link.

Questions concerning delivery can be sent to info@jovi.com.

5. Transfer of risk

For consumer contracts, the risk of loss or damage passes to the consumer when the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods, subject to statutory exceptions.

6. Incorrect address or failed delivery

The customer must ensure that the delivery address and other delivery details are complete and correct.

If an order is returned because of an incorrect or incomplete address, unjustified refusal or another failure attributable to the recipient, JOVI may contact the customer to arrange a new shipment. A new shipment may be subject to the actual additional shipping cost where legally permitted.

7. Checking the order

Customers are encouraged to inspect the order upon receipt. If the packaging shows obvious transport damage, it is advisable to photograph the outer packaging and affected products, keep the packaging temporarily and contact info@jovi.com.

This recommendation is intended to facilitate resolution and is not a condition for exercising statutory rights.

8. Missing, incorrect or damaged product

If an order is incomplete, contains a different product from the one purchased or an item is damaged or non-conforming, contact info@jovi.com.

Whenever possible, provide the order number, the product concerned, a description of the issue and photographs or video that help identify the problem. Supplying images is intended to facilitate assessment and does not, by itself, condition the existence of consumer rights.

9. 14-day right of withdrawal

For online purchases, a consumer generally has 14 days to withdraw from the contract without giving any reason.

For purchases of goods, the period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.

Where a single order includes multiple goods delivered separately, the statutory rules regarding receipt of the last good, lot or component apply where relevant.

10. How to request a return

To exercise the right of withdrawal, the consumer must communicate an unequivocal decision to withdraw within the statutory period.

The notice may be sent to info@jovi.com or by post to:

JOVI — Tolerantdiversity, Lda.
Rua Helena Félix, n.º 26, 3.º Esquerdo Frente
2820-266 Charneca da Caparica
Portugal

The consumer does not have to provide a reason.

11. Time limit for returning the goods

After communicating the decision to withdraw, the consumer must return the goods without undue delay and, in any event, within 14 days from that communication.

Returns should be sent to the address stated above. A shipping method that provides proof of dispatch is recommended.

12. Return costs

Where the return results solely from the consumer exercising the right of withdrawal, the direct cost of returning the goods is borne by the consumer, provided that the consumer has been informed of that obligation as required by law.

JOVI will bear the costs where required by law, including where the return results from a lack of conformity or an error attributable to JOVI.

13. Refunds

Following a valid withdrawal, JOVI will refund the payments covered by the withdrawal, including the cost corresponding to the least expensive standard delivery method offered for the order.

If the consumer chose a more expensive delivery method, the additional amount attributable to that choice is not refundable where the law permits.

The refund will be made using the same means of payment used for the original transaction unless expressly agreed otherwise and provided that the consumer does not incur additional costs.

JOVI will refund within the statutory period. Where the law permits, JOVI may withhold the refund until the returned goods are received or until the consumer provides evidence that the goods have been sent back, whichever occurs first.

14. Can I open the JOVI kit box?

Yes.

Opening the outer box or transport packaging of a JOVI kit does not, by itself, remove the right of withdrawal. The consumer may open the box to check the kit's contents, nature and characteristics.

Some individual components may, however, be sealed for genuine health or hygiene protection reasons. If you are considering returning the order, we recommend not breaking those individual seals until you decide to keep the product.

15. Goods sealed for health or hygiene reasons

JOVI does not apply a general rule stating that hygiene, health or protection products cannot be returned.

The right of withdrawal may, however, be excluded for a particular product where:

1. the product was supplied genuinely sealed;
2. the seal has a real health or hygiene protection function;
3. the product is not suitable for return for those reasons once unsealed; and
4. the consumer removed or broke the seal after delivery.

This exception is interpreted restrictively and by reference to the specific product. A normal box, pouch, wrapper or commercial package is not automatically a health or hygiene seal.

16. Masks, gloves and similar items

The fact that an item is a mask, glove or another protection or hygiene product does not automatically make it non-returnable.

The assessment will consider the nature of the item, how it was packaged, whether there was an individual seal, the purpose of that seal, whether the product can be placed back on the market in appropriate conditions and genuine health and hygiene requirements.

17. Protective eyewear

Protective eyewear will not automatically be treated as non-returnable for hygiene reasons. The assessment will depend on the actual condition of the product, packaging, handling or use and whether the product can be placed back on the market safely and appropriately.

18. Partially opened kit

If only some components of a JOVI kit have been opened, the return will be assessed individually.

Relevant factors include which components were opened, whether there was a genuine health or hygiene seal, whether components are separable, the condition of the remaining products, any use, any reduction in value, whether the set can be placed back on the market and mandatory applicable law.

JOVI will not automatically refuse the entire return merely because the outer box has been opened.

19. Handling and reduction in value

The consumer may inspect the goods to the extent necessary to establish their nature, characteristics and functioning.

If the goods are handled beyond what is necessary for that assessment and their value is reduced, the consumer may be responsible for that reduction in value in accordance with applicable law.

A reduction in value is not automatically the same as losing the right of withdrawal.

20. Personalised products

The right of withdrawal may not apply to goods made to the consumer's specifications or clearly personalised. Where this statutory exception applies, the consumer will be informed before the purchase is completed.

21. Goods liable to deteriorate or expire rapidly

Other statutory exceptions may apply to goods liable to deteriorate or expire rapidly. Where such an exception is relevant to a JOVI product, that information will be provided before purchase.

22. Returns and the legal guarantee are different

The right of withdrawal and the legal guarantee of conformity are separate regimes.

An exception to the right of withdrawal does not remove the consumer's statutory rights if a product is defective, does not match the contract, is incomplete, unsafe or otherwise non-conforming.

23. Legal guarantee of conformity

Under Portuguese law currently applicable to consumer sales, new movable goods benefit from a period of liability for lack of conformity of three years from delivery.

A lack of conformity that becomes apparent within the first two years benefits from the applicable statutory presumption as to its existence at the time of delivery, except where that is incompatible with the nature of the goods or the lack of conformity.

24. Remedies for lack of conformity

Depending on the circumstances and legal requirements, the consumer may be entitled to repair, replacement, a proportionate reduction in price or termination of the contract.

Repair or replacement must be carried out free of charge, within a reasonable period and without significant inconvenience to the consumer.

25. Lack of conformity within the first 30 days

Where a lack of conformity becomes apparent within 30 days after delivery, the consumer may, in accordance with applicable Portuguese law, request immediate replacement of the goods or termination of the contract.

26. Do I need to keep the original packaging?

Keeping the original packaging can make transport and return handling easier, so we recommend keeping it while you decide whether to keep the product.

JOVI does not automatically make the statutory conformity guarantee conditional on presenting the original packaging where the law does not permit such a requirement.

27. Contact for returns and order issues

For delivery, return, refund, damage or conformity issues, contact info@jovi.com.

28. Model withdrawal form